AccountId: 011433970860
ContactId: 719c4344-fafc-48c1-87bd-160149dd41bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118279 ms
Total Talk Time (AGENT): 46174 ms
Total Talk Time (CUSTOMER): 59926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/719c4344-fafc-48c1-87bd-160149dd41bb_20250408T14:17_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing? My name is [PII] and I'm calling from USI Insurance Services.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Hi, how you doing? I'm calling. We received like a list of uh commissions, but it only has the policy number. It doesn't have the name of the client. I was wondering if there's any possible way if I give you the policy number you can give me the name of the client.
[AGENT][NEUTRAL] Um, typically with commission statements if you'll email us.
[AGENT][NEUTRAL] We can send you a um a statement for that.
[AGENT][NEUTRAL] Have you ever emailed us
[CUSTOMER][NEUTRAL] Yeah, we received a statement, but.
[CUSTOMER][NEUTRAL] It doesn't state what's the name of the client. It just has like the policy number where it says company it just says APL. It doesn't say in the actual name of the company.
[AGENT][NEUTRAL] So you've received a check, not a statement?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I think it is a check.
[AGENT][NEUTRAL] OK, so we can send
[AGENT][NEUTRAL] OK, so we can send a detailed statement if you'll email us and it has all the information on the statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the email address?
[AGENT][NEUTRAL] Yeah, are you out of [PII] or a different part? OK, so it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sales
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] Repeat that again sales.
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII] [PII] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I will ask for a request. Thank you.
[AGENT][POSITIVE] Of course I hope you have a good day.
[CUSTOMER][POSITIVE] Alright have a nice one.